Anton Shymko

Customer Support Quality Assurance Team Leader @ Namecheap, Inc

About

EPAM Business Analysis Laboratory graduate. Experienced and skillful Customer Support Quality Assurance Team Leader working in the customer Support sphere since 2014 in one of the top domain name registrars Namecheap. Have a big knowledge of team management and development, constructive feedback giving, conflict, and issues solving. Took an active part in department development, created new teams, and performed training and onboarding.

Country

Ukraine

City

Lviv

Industry

Information Technology & Services

Skill

AWS Systems Manager Parameter Store, Amazon ECS, Amazon Elastic Container Registry (ECR), Amazon Simple Notification Service (SNS), Amazon SQS, AWS Secrets Manager, AWS Certificate Manager, Amazon VPC, Amazon EventBridge, Amazon CloudFront, Amazon Relational Database Service (RDS), Amazon EC2, Amazon S3, AWS Lambda, Amazon Web Services (AWS), Python (Programming Language), Object-Oriented Programming (OOP), Computer Science, Team Management, Quality Assurance

Experience

Customer Support Quality Assurance Team Leader

Namecheap, Inc

2019-1 - Present · 7 yrs 8 mos

Responsibilities: -Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive CS and customer experience - Carry out performance review (including quality control assessment) of individual team members and team as one unit - Monitor and provide regular reports on team progress and performance - Work on staff motivation to ensure engagement of team members and their contribution when working on common goals or individual tasks

Quality Assurance Analyst

Namecheap, Inc

2018 - 2019 · 1 yr

Lviv, Ukraine

Responsibilities: - Check chats processed by CS representatives, mark and fix mistakes made - Help CS representatives to improve their skills and knowledge - Help QA Team Leader to perform meetings, workshops

Customer Support Subject Matter Expert (SME)

Namecheap, Inc

2016 - 2018 · 2 yrs

Lviv, Ukraine

Responsibilities: Assist CS representatives while they are supporting customers Process escalated cases Take care of more complicated and sensitive cases Be responsible for CSs performance on shifts Investigation of bugs and reporting them to Develpment team by means of Jira software

Customer Support Representative (CS)

Namecheap, Inc

2014 - 2016 · 2 yrs

Lviv, Ukraine

Responsibilities: - Support, educate and communicate with Namecheap Domain Registrar’s customers - Fix domain’s technical issues and related services

DevOps Intern

LaSoft Software Development

2025-9 - 2025-12 · 4 mos

Lviv, Ukraine

Responsibilities: - Use predefined Terraform templates to set up AWS infrastructure; - Set up CircleCI for CI/CD, connect it with GitHub and monitor issues related to the infrastructure; - Register the domain name and setup subdomains for each environment (production and QA); - Use Cloudflare to point the domain and its subdomains to AWS services (SSL, ALB, CloudFront); - Set up Cloudflare Zero Trust policy to restrict access to QA environment.

Business Analyst Trainee

EPAM Systems

2022-4 - 2022-9 · 6 mos

Lviv, Ukraine

Responsibilities: - Conducting research and analysis to identify business needs and requirements - Collaborating with stakeholders to define project scope and objectives - Gathering and documenting business requirements - Creating functional and technical specifications - Analyzing data to inform decision-making and identify opportunities for improvement - Facilitating meetings with stakeholders - Ensuring compliance with regulations, policies, and standards.